Why do not satisfied consumers show reuse behavior? The context of online games

Computers in Human Behavior

Volumn 29, Issue 3, 2013, Pages 1012-1022

  Tseng, Fang Mei ^a   Wang, Chiu Yen ^a  

^a YUAN ZE UNIVERSITY   (Taiwan)

Author keywords

Consumer behavior; Involvement; Online games; Reuse behavior

Indexed keywords

CUSTOMER SATISFACTION; REGRESSION ANALYSIS; SOCIAL NETWORKING (ONLINE);

CONSUMER SATISFACTIONS; EMPIRICAL STUDIES; HIERARCHICAL REGRESSION ANALYSIS; INVOLVEMENT; LITERATURE REVIEWS; MODERATING EFFECT; ON-LINE GAMES; REUSE BEHAVIOR;

CONSUMER BEHAVIOR;

CONSUMER ATTITUDE; HUMAN; INFORMATION PROCESSING; REGRESSION ANALYSIS; TAIWAN;

EID: 85011409961     PISSN: 07475632     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.chb.2012.12.011     Document Type: Article

References (52)

1. Anderson, E.W., Sullivan, M.W., The antecedents and consequences of customer satisfaction for firms. Marketing Science, 1993, 125–143.
2. Barki, H., Hartwick, J., Measuring user participation, user involvement, and user attitude. MIS Quarterly 18:1 (1994), 59–82.
3. Bhattacherjee, A., Understanding information systems continuance: An expectation–confirmation model. MIS Quarterly 25:3 (2001), 351–370.
4. Bhattacherjee, A., Perols, J., Sanford, C., Information technology continuance: A theoretical extension and empirical test. Journal of Computer Information Systems 49:1 (2008), 17–26.
5. Bienstock, C.C., Stafford, M.R., Measuring involvement with the service: A further investigation of scale validity and dimensionality. The Journal of Marketing Theory and Practice 14:3 (2006), 209–221.
6. Bloemer, J., De Ruyter, K., On the relationship between store image, store satisfaction and store loyalty. European Journal of Marketing 32:5/6 (1998), 499–513.
7. Bloemer, J.M.M., Kasper, H.D.P., The complex relationship between consumer satisfaction and brand loyalty. Journal of Economic Psychology 16:2 (1995), 311–329.
8. Celsi, R.L., Olson, J.C., The role of involvement in attention and comprehension processes. Journal of Consumer Research 15:2 (1988), 210–224.
9. Chaiken, S., Heuristic versus systematic information processing and the use of source versus message cues in persuasion. Journal of Personality and Social Psychology 39:5 (1980), 752–766.
10. Chea, S., Luo, M.M., Post-adoption behaviors of E-service customers: The interplay of cognition and emotion. International Journal of Electronic Commerce 12:3 (2008), 29–56.
11. Choi, D., Kim, J., Why people continue to play online games: In search of critical design factors to increase customer loyalty to online contents. CyberPsychology & Behavior 7:1 (2004), 11–24.
12. Cronin, J.J., Brady, M.K., Hult, G.T.M., Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing 76:2 (2000), 193–218.
13. Cronin, J.J. Jr., Taylor, S.A., Measuring service quality: A reexamination and extension. The Journal of Marketing 56:3 (1992), 55–68.
14. Davis, F.D., User acceptance of information technology: System characteristics, user perceptions and behavioral impacts. International Journal of Man Machine Studies 38:3 (1993), 475–487.
15. Fattah, H., Paul, P., Gaming gets serious. American Demographics 24:5 (2002), 38–44.
16. Fechner, G.T., Elements of psychophysics. (Adler, H.E. Trans.), 1966, Holt, Rinehart & Winston, New York.
17. Gabbott, M., Hogg, G., Consumer involvement in services: A replication and extension. Journal of Business Research 46:2 (1999), 159–166.
18. Gensch, D.H., Javalgi, R.G., The influence of involvement on disaggregate attribute choice models. Journal of Consumer Research 14:1 (1987), 71–82.
19. Gilly, M.C., Gelb, B.D., Post-purchase consumer processes and the complaining consumer. Journal of Consumer Research 9:3 (1982), 323–328.
20. Greenwald, A.G., Leavitt, C., Audience involvement in advertising: Four levels. Journal of Consumer Research 11 (1984), 581–592.
21. Hair, J.F., Anderson, R.E., Tatham, R.L., Black, W.C., Babin, B.J., Multivariate data analysis: A global perspective. 7th ed., 2010, Prentice Hall, Upper Saddle River, NJ.
22. Heckman, R., Guskey, A., The relationship between alumni and university: Toward a theory of discretionary collaborative behavior. Journal of Marketing Theory and Practice 6 (1998), 97–112.
23. Hennig-Thurau, T., Gwinner, K.P., Gremler, D.D., Understanding relationship marketing outcomes. Journal of Service Research 4:3 (2002), 230–247.
24. Homburg, C., Koschate, N., Hoyer, W.D., Do satisfied customers really pay more? A study of the relationship between customer satisfaction and willingness to pay. Journal of Marketing 69:2 (2005), 84–96.
25. Jaccard, J., Turrisi, R., Interaction effects in multiple regression. 2nd ed., 2003, Sage, Thousand Oaks, CA.
26. Joe, S.W., Chiu, C.K., Proposing online game loyalty and its antecedents considering gender as a moderator: A qualitative study. Quality & Quantity 43:5 (2009), 731–741.
27. Kim, M.G., Kim, J., Cross-validation of reliability, convergent and discriminant validity for the problematic online game use scale. Computers in Human Behavior 26:3 (2010), 389–398.
28. Kumar, V., Petersen, J.A., Leone, R.P., How valuable is word of mouth?. Harvard Business Review 85:10 (2007), 139–146.
29. Lo, S.K., Wang, C.C., Fang, W., Physical interpersonal relationships and social anxiety among online game players. CyberPsychology & Behavior 8:1 (2005), 15–20.
30. McDevitt, P., Customer satisfaction as a basis for targeting online buyers. Journal of Targeting, Measurement and Analysis for Marketing 12:4 (2004), 329–339.
31. Mitchell, A.A., Involvement: A potentially important mediator of consumer behavior. Advances in Consumer Research 6:1 (1979), 191–196.
32. Mittal, V., Kamakura, W.A., Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effect of customer characteristics. Journal of Marketing Research 38:1 (2001), 131–142.
33. Mittal, V., Kumar, P., Tsiros, M., Attribute-level performance, satisfaction, and behavioral intentions over time: A consumption-system approach. The Journal of Marketing, 1999, 88–101.
34. Neal, W.D., Satisfaction is nice, but value drives loyalty: The most satisfied customer may not necessarily be the most loyal. Marketing Research 11 (1999), 21–24.
35. Oliver, R.L., A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research 17:4 (1980), 460–469.
36. Olsen, S.O., Repurchase loyalty: The role of involvement and satisfaction. Psychology and Marketing 24:4 (2007), 315–341.
37. Paulssen, M., Birk, M.M., Satisfaction and repurchase behavior in a business-to-business setting: Investigating the moderating effect of manufacturer, company and demographic characteristics. Industrial Marketing Management 36:7 (2007), 983–997.
38. Petty, R.E., Cacioppo, J.T., Issue involvement as a moderator of the effects on attitude of advertising content and context. Advances in Consumer Research 8:1 (1981), 20–24.
39. Preacher, K.J., Curran, P.J., Bauer, D.J., Computational tools for probing interactions in multiple linear regression, multilevel modeling, and latent curve analysis. Journal of Educational and Behavioral Statistics 31:4 (2006), 437–448.
40. Ranaweera, C., Prabhu, J., The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting. International Journal of Service Industry Management 14:4 (2003), 374–395.
41. Reichheld, F., Learning from customer defections. Harvard Business Review 74:2 (1996), 56–67.
42. Rice, R.E., Artifacts and paradoxes in new media. New Media & Society 1:1 (1999), 24–32.
43. Seiders, K., Voss, G.B., Grewal, D., Godfrey, A.L., Do satisfied customers buy more? Examining moderating influences in a retailing context. Journal of Marketing, 2005, 26–43.
44. Shie, T.C., The market development of online game. 2012, Market Intelligence & Consulting Institute (MIC) < http://mic.iii.org.tw/intelligence/>.
45. Shie, T.C., The development and trend of game market in Taiwan. 2012, Market Intelligence & Consulting Institute (MIC) < http://mic.iii.org.tw/intelligence/>.
46. Teng, C.I., Customization, immersion satisfaction, and online gamer loyalty. Computers in Human Behavior 26:6 (2010), 1547–1554.
47. Tsai, Y.S., Taiwan online gamer behavior research-depend on gender. 2010, Market Intelligence & Consulting Institute (MIC) < http://mic.iii.org.tw/intelligence/>.
48. Whang, L.S.-M., Chang, G.Y., Lifestyles of virtual world residents: Living in the on-line game “Lineage”. CyberPsychology & Behavior 7:5 (2004), 592–600.
49. Williams, D., Yee, N., Caplan, S.E., Who plays, how much, and why? Debunking the stereotypical gamer profile. Journal of Computer-Mediated Communication 13:4 (2008), 993–1018.
50. Wu, J.H., Wang, S.C., Tsai, H.H., Falling in love with online games: The uses and gratifications perspective. Computers in Human Behavior 26:6 (2010), 1862–1871.
51. Zaichkowsky, J.L., Measuring the involvement construct. Journal of Consumer Research 12 (1985), 341–352.
52. Zaichkowsky, J.L., Involvement and the price cue. Advances in Consumer Research 15:1 (1988), 323–327.